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Customer Service Process Flow

Published: April 25, 2008   |   Updated: October 10, 2008


The customer service process flow provides the overall structure for this SMF, providing a consistent set of processes to record and track user contact.

When a user contacts the Service Desk, the Customer Service Representative (CSR):

  • Records the user’s contact information and the details of the request.
  • Classifies the user’s request.
  • Determines the supportability of the request.
  • Resolves the user’s request.
  • Confirms the resolution and closes the request.
  • Ensures good service.

Figure 2 illustrates the process flow for customer service.


Figure 2. Customer Service process flow